So we were travelling back last month from Honolulu - Melbourne, via Sydney. Pre-purchased 60 kgs, carried 3 suitcases checked in from Honolulu. We didn't take note exactly how much weight each luggage was, but since everything was fine in Honolulu, we did not feel we had to.
Then we arrrived in Sydney, collected our luggages and cleared custom, with less than an hour to our flight to Melb, we checked in the luggage in the domestic terminal. First and second luggage was weighed using the scale right next to the lady, showing 23 kg each, and the last luggage was weighed using another scale next to it (unused counter), showing 20 kg.
6 kg excess, 15 per kilo, so the lady said she's gonna charge us $90. We refused and then she was very rude and wouldn't want to listen at what we had to say. After few tries to reason but instead we heard some of the most ridiculous answer from a supposedly "customer service" staff, so we just said we'll pay the $90 and we just want to go home. Then she rudely asked us to move the 3rd (20 kg) suitcase from the other scale to her scale to put the bag tag, surprise surprise, it showed 22 kg. We pointed out that her scale is faulty. Consistent with her attitude, she said that the other scale might be the one which is faulty, but then as she was just keep rushing us all the time, so out of her 'courtesy', she just charge 4 kg instead of 6 kg, so $60 and that will be the end of it.
It was one of the busiest time in the airport, around 5 PM on a Friday, only 4 Jetstar counters opened, with one dedicated for those final-call travellers who have not yet checked in. We dismissed the thought of keep pursuing the matter right then and there and further pissed off those poor fellow jetstar customers in the long line behind us, so we paid the $60 and left.
We arrived in Melb, collected the bags, then we went straight upstairs to re-weigh each one. We used 2 different scales showing same weights, showing 19.9 kg, 20 kg, 21 kg. We took photos and sent them along with complaint letter to Jetstar
Received a call back yesterday, the guy confirmed that the weights in the photos are the same with the one recorded from Honolulu. So he asked whether we bought any extra duty free in Sydney, I said no and there was not enough transit time to shop anyway. To cut his mumbling and jumbling, I asked straight to the point whether the reason of his call is to give me a full refund or what, but he kept rambling on, explaining on how he could only work based on the records that they have, which showed 2 x 23 kg in the flight from Sydney to Melb.
So he gave me a 'lowball' offer of $50 jetstar voucher! I said I thought you just confirmed yourself, unless you are now accusing me that I'm lying, I paid $60 for nothing and I thought I am entitled for exactly $60 back in cash. Then right away he 'upgraded' his offer to $100 voucher. The cherry on top of all this was that this voucher expires in 6 months. I felt I'm done with these mob, so I was like yeah sure whatever.
It all but confirms my overall disappointment in general customer service in Australia, especially it all happened as we just landed back from the US. We flew with Virgin America during our trip, supposedly also a low cost carrier, so contrast was the level of professionalism, courtesy, and overall feel on their service.
It seems the airline staffs there are properly trained to understand that the reason they are in the airport and getting paid is to manage and help paying customers, low budget or not, in their travelling. Where as in here… well, that 'lovely' Jetstar lady sums it all up in one of her answer to us: "Look guys, I am here to work, and my work gets audited, and I don't know you. Why should I get in trouble by helping you and not charging you extra luggage fee?".
Sorry for the long rant.
This is why when flying on low cost carriers (which I do a lot as they provide me more choice and flexibility on seats and baggage etc) I always carry my digital portable scale. For the $10-15 investment they're probably the most useful tool you can have when travelling.
Measure everything up before you leave for the airport and if there's a problem you can pull it out and use it. I've never needed to though.